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Preparation of orders
Once you have made the payment you will receive a purchase confirmation email and the order number (please check the spam tray if you have not received it).
Orders placed after 3:00 p.m. will be processed the next business day and their delivery time increases by 24 hours.
Your order will be in 3 different states depending on when it is.
Payment Accepted: The payment has been made and is pending preparation.
Order in Picking: Your order is in preparation.
Shipped: Your order has left our warehouse. You will receive an email as soon as it leaves our warehouses
If any unforeseen event arises and it will take longer, we will contact you via email or telephone to inform you, in case you want to cancel the order.
We are human, we try as much as possible to receive your order within 2-4 working days after it has left our warehouse.
We do everything possible to deliver your order within the established times, although we cannot be held responsible for delays for reasons beyond Doña Carmen's control or due to force majeure.
Delivery times
You have two options to receive your order: FREE at any of our stores or via courier to your home.
FREE, with availability of the package in a maximum of *72h in the Doña Carmen store that you indicate. Once the shipment is received at the selected store, they will call you by phone so that you can pick it up as soon as it suits you. If they can't contact you, we'll send you an email. And if another 30 days go by and you still haven't picked it up, it will be returned to our warehouse from the store. In this case, we would refund the amount of the order in the form of a web code to make a new purchase.
MRW *24-48h, they take it home for €3.95. You could even pick it up at your nearest MRW agency if you select it when ordering. MRW does not guarantee delivery in a certain time slot, but the courier will do everything possible to deliver it to you the next day before 7:00 p.m.
In shipments to the Balearic Islands we use the company SEUR.
These terms may be higher during sales periods, Black Friday, Christmas or the beginning of the season.We always notify you in advance at checkout just before making the purchase. If your order is urgent, you can contact us in the form at the bottom "Contact us" where you can notify us of the order number. In this way, we will expedite its preparation.
Order Tracking
Once your order has been shipped, you will receive an email with the tracking number so you can check where it is. If at the time of delivery there is no one to pick up the package, you will receive an SMS and a second attempt will be made in which the carrier will contact you through the telephone number indicated in the order. If you were unable to receive the shipment on a second delivery attempt, it will remain at the destination MRW/NACEX agency for 15 days. Once this time has elapsed, the order would be returned to our warehouse. If this circumstance occurs, we would refund the amount of the purchase minus €3.95 for the shipping and return costs.
To the Balearic Islands your shipment is with Seur.
For international shipments, you will receive a tracking number from the company MBE or SEUR
International deliveries
International orders will be shipped via MBE or SEUR.
If your shipment is destined for a country outside the European Union, it may be subject to duties, taxes or other charges due to local and/or customs laws. We will send your package through the DDU incoterm (Duties and taxes upaid), which means that Doña Carmen will be in charge of delivering it but we will not assume the possible customs expenses or local taxes.
The person to whom the order is addressed will always be responsible for all customs costs associated with the importation of the order (even being rejected).
It is also possible that, for customs reasons, the order may suffer some delay.
Returns
If you wish to return an item within 30 calendar days from the date of purchase, you can do so in two ways:
1- at any of our stores presenting the proof of purchase that will arrive by email (check the spam folder to make sure you receive it)
2. Collection at home: Only available for returns from the peninsula. You can request home collection through our website within your personal area in the orders section. This service will cost €3.95, which will be deducted from the total amount of the return.Only available for domestic orders.
3- sending the items to the following address:
DOÑA CARMEN
WEB RETURNS
CESAR LLAMAZARES 33
39011 SANTANDER
Indicating name, order number and telephone or email, to be able to make the payment. This payment will be made in the same way in which the purchase was made.
The customer will be responsible for the cost of shipping the returned items, please keep in mind that if you decide to return the items to us postage due, we will be authorized to charge you the expenses that we may incur.
The return of the item must be made with all the accompanying elements, including packaging, protective plastic and instructions where appropriate.
The return of those products that are not in the same conditions in which they were received or that have been used beyond the mere opening of the product will not proceed.
For any change you must place a new order. All the returns that we receive in our facilities will be paid in the same way in which they were made within a period not exceeding one week from the receipt of the merchandise.
Returns of products for CHRISTENING
In all the articles of the "CHRISTENING & CEREMONY COLLECTION" (skirts, rompers, hoods, panties, baptism towels, bibs), the term for their change will be limited ONLY AND EXCLUSIVELY, without any type of exception, to fourteen calendar days following the date of purchase.
Under the terms provided by law, the right to reimbursement of what has been paid will only operate within fourteen calendar days following the date of the order placed.
Returns of defective products
In cases where it is considered that the product does not comply with the provisions of the contract at the time of delivery, you must contact us immediately at info@donacarmen.es providing the product data as well as the damage suffering and if possible a photograph. Each order is thoroughly reviewed, so claims of defective products will not be accepted when it is appreciated that the garments have been used, manipulated or damaged.
We will proceed to examine the case and we will notify you by e-mail within a reasonable period of time if the return or replacement of the same is appropriate (if applicable).
It will be DOÑA CARMEN who determines the model for collecting or sending the defective product, so that the client does not have to incur costs. We will not assume shipping costs incurred by the client without prior agreement with Doña Carmen.
Terms and conditions for orders within Spain (except Ceuta, Melilla and the Canary Islands), Portugal and the Balearic Islands.
Store purchase returns
If you need to make any changes or returns, you have 30 days from the date of purchase. To do this, you have to present us with the purchase receipt or the gift receipt.
We will exchange it for another item or if you prefer, we will give you a voucher without expiration (except tare). Try not to lose it because it is essential to present it for redemption.